Job Description

& Summary

Preferred Qualifications: Minimum 7-10 year(s) of progressive professional roles involving information
security and/or IT management with strong project management and customer service experience.
Excellent communication, written and presentation skills. Attention to detail, organized, and can work
independently and collaboratively.

Degree Preferred: Bachelor's degree or higher

Required Skills:

• Understanding of Identity management technologies and protocols, including PKI and encryption
• methodologies.
• Basic understanding of cybersecurity concepts, data protection, privacy policies, and crossborder data regulations.
• Technical Project Management Experience
• Problem Management Experience
• Analytical
• Service Now Tool (manage and track customer requests)
• Google and MS Suite
• Azure DevOps (manage and track customer requests)
• Customer Service
• Excellent Communication, Written Skills, and Presentation Skills
• Management of Customer Requests
• Can work independently and with minimal supervision
• Collaborate well with others
• Organization and Prioritization
• Attention to Details
• Problem Solver
• Good to Have:
• Familiarity with advanced encryption techniques and digital certificate management.
• Knowledge of identity frameworks, industry best practices, and regulatory compliance.
• Cybersecurity certifications.

Service Manager Responsibilities:

• Serve as the Service Management Representative for the Enterprise Identity team services
• partnering closely with the team leads from each service
• Manage and track all requests for the Enterprise Identity team services in ServiceNow and Azure
• DevOps adhering to the process and timeline
• Build relationships with global customers to understand their needs and expectations
• Own and drive customer demands, expectations and communication
• Schedule and host meetings with global customers to share status, objectives and to seek
• feedback on service performance and capabilities
• Create weekly communications for the Enterprise Identity team services to share upcoming
• technical changes with release notes, ex. upgrades, process change, etc. with customers
• Resolve complex problems by continuously applying significant independent judgment and by
• collaborating with others including engineering teams, architecture teams, network teams, digital
• teams, business teams, etc.
• Maintain vendor relationships, ensuring value, performance and quality metrics are delivered
• Budget and metrics management for the Enterprise Identity team services

Deputy Responsibilities:

• Support the regional leader in managing, maintaining, securing, and supporting Identity services
• across member firms.
• Handle PKI/certificate management duties, addressing escalations and service disruptions to
• ensure seamless operations.
• Represent PKI services during PI planning meetings to align with strategic goals.
• Develop and manage the Identity pillar training curriculum.
• Foster continuous improvement by identifying and implementing process enhancements for
• services.
• Engage with territory stakeholders to align with their long-term goals and requirements.
• Collaborate with vendors to ensure value delivery, technology performance, and metrics are met.
• Tackle additional projects or responsibilities as directed by the leadership, focusing on enhancing
• PKI, Identity services or regional priorities.
• Coordinate with cross-functional teams to execute initiatives tailored to regional needs and
• strategic objectives.
• Monitor and report on regional performance metrics to provide leadership with insightful strategic
• decision-making data